HandoffsDixa

Email conversation handoff

The Dixa email handoff creates an email conversation — Dixa’s term for a ticket — from an AI Agent conversation. Each conversation is associated with a contact and appears in the conversation timeline alongside live chats, callback requests, and phone calls.

Create an email channel in Dixa

Create an email address in Dixa that the AI Agent uses when it creates a conversation. This step only needs to be completed once per Dixa instance — not each time you connect a new AI Agent.

To create the email channel:

  1. In your Dixa instance, go to Settings → Email (under Channels and flows) and click Add email.
  2. Enter a unique value for the identifier portion of the email address. The other fields do not need to be edited. The identifier is used when you configure the handoff in your AI Agent.
The Add new email dialog in Dixa with the identifier field highlighted
  1. Click Save.

Configure the handoff in your AI Agent

Add and configure the Dixa Utilities app in the answer that handles the handoff.

To configure the email handoff:

  1. In the answer that hands off to support, add the Dixa Utilities block.
  2. (Optional) To retrieve the allowed values of a Select type custom attribute and present them to the end user, use the List Nested Attribute Choices action. For the full walkthrough, see Live chat handoff.
  3. Select the Create a ticket (conversation) action and populate the required inputs:
    1. User Email Address — the email address of the end user. If you collect this from the end user, configure the capture block to use Email validation.

The User Email Address cannot match an agent’s email address in your Dixa instance, and must be a valid email address.

A capture block configured with Email validation
  1. Dixa support email — the email address you created above.
  2. Subject — the subject of the ticket.
  3. Message — the body of the ticket. You can pass the AI Agent transcript here, or in the optional Internal Note field.
  4. Language — the language metavariable.

All other inputs — including tags, User First Name, User Last Name, User Display Name, User Phone Number, Internal Note, and any custom attributes you configured — are optional.

The Create a ticket (conversation) action with its inputs

Custom attributes can also be passed as a list when they are not explicitly configured as fields. Select Custom Attributes List from the dropdown and provide a JSON array of attributes, where each id is the technical identifier of a top-level attribute.

A custom attributes list passed as JSON in the handoff action

If you add tags to a conversation, pass a comma-separated list of tag names in the Tags field. All tags must already be defined in Dixa; any tag that is not defined is not applied.

If you provide any of User First Name, User Last Name, User Display Name, or User Phone Number and a contact already exists in Dixa with the provided User Email Address, the existing contact is not updated. These values are only used when a contact does not already exist for the provided email address.

  1. (Optional) Save the created ticket (conversation) ID and the contact ID associated with the user as variables. Do not display the user ID value to end users.

Have any questions? Contact your Ada team, or email us at .